The Evolution of Air Travel Satisfaction in North America
A recent study has uncovered a surprising trend: despite the challenges of long lines, delays, and record passenger numbers, travelers in North America are reporting higher satisfaction levels with their airport experiences. This shift in sentiment highlights a growing focus on comfort, convenience, and quality within the region’s airports.
Key Findings from the 2025 North America Airport Satisfaction Study
The 2025 North America Airport Satisfaction Study, conducted by J.D. Power, reveals that overall passenger satisfaction scores have increased slightly compared to the previous year. On a 1,000-point scale, facilities across the board saw an improvement of 10 points, rising from 609 to 619. This modest increase is attributed to several factors, including improvements in food, beverage, and retail options, as well as a smoother travel experience through the airports.
The study assessed airports in three categories: “mega,” which handle over 33 million passengers annually; “large,” which see between 10 to 32.9 million passengers; and “medium,” accommodating 4.5 to 9.9 million travelers.
Top Performers in Each Category
In the mega category, Minneapolis-Saint Paul International Airport (MSP) emerged as the top performer, maintaining its position from the previous year. According to Michael Taylor, managing director of travel, hospitality, and retail at J.D. Power, MSP stands out for its excellent access, well-thought-out signage, friendly staff, and outstanding Food, Beverage, and Retail program. “What’s not to like?” he remarked.
In the large category, John Wayne Airport in Orange County claimed the top spot. Taylor noted that many airports in this category have shown significant improvements, with 21 out of 27 scoring higher than their 2024 ratings. He attributed this to long-term airport improvement projects that are finally yielding positive results.
The medium category was led by Indianapolis International Airport, which retained its position from the previous year. This consistent performance underscores the airport’s commitment to providing a high-quality travel experience.
Changing Priorities Among Travelers
J.D. Power’s survey, now in its 20th year, highlights a shift in traveler priorities. While the basics of air travel have remained largely unchanged, modern flyers now place greater emphasis on food, beverage, and retail options. These elements are considered among the most important dimensions in determining what makes an airport “great.”
Airports that embrace local food trends and create a genuine sense of place are particularly favored by travelers. Such efforts can boost overall satisfaction scores by an average of 190 points. However, a diverse food and drink selection is just one piece of the puzzle. Other critical metrics include ease of travel through the airport, level of trust with the airport, terminal facilities, airport staff, retail outlets, and departure and arrival experiences.
Notable Improvements and Challenges
While the overall trend is positive, some leading airports saw a decline in their scores from last year. Minneapolis-Saint Paul International Airport, for instance, dropped 11 points to 660, but it still maintains its position as the top performer in the mega category.
Newark Liberty International Airport, which was last in the mega airport rankings in 2024, remained at the bottom this year. However, its overall score improved, rising 13 points to 565. Despite these gains, Taylor noted that Newark’s performance is still hampered by poor access scores. He pointed to ongoing construction projects, such as the overhaul of Terminal B and the restoration of its inter-terminal train, as key factors affecting the airport’s performance.
The Impact of Airport Improvement Projects
Taylor emphasized that the overall rise in satisfaction scores demonstrates the impact of airport improvement projects costing hundreds of billions of dollars. Even though these projects take time to complete, they are making a noticeable difference for travelers. He believes that scores will continue to improve as more infrastructure upgrades come to fruition.
“It does take some time, but the industry is really moving in a positive direction,” he said.
Top and Bottom Performing Mega Airports
Here are the top five and bottom five performing mega airports in 2025 based on a 1,000-point scale:
Most Satisfying North American Mega-Airports
– Minneapolis-Saint Paul International Airport (MSP) – 660
– Detroit Metropolitan Wayne County Airport (DTW) – 649
– Phoenix Sky Harbor International Airport (PHX) – 634
– John F. Kennedy International Airport (JFK) – 620
– Dallas/Fort Worth International Airport (DFW) – 619
Least Satisfying North American Mega-Airports
– O’Hare International Airport (ORD) – 586
– Seattle-Tacoma International Airport (SEA) – 583
– Toronto Pearson International Airport (YYZ) – 567
– Newark Liberty International Airport (EWR) – 565
– Charlotte Douglas International Airport (CLT) – 581
As the aviation industry continues to evolve, the focus on traveler satisfaction remains a critical factor in shaping the future of air travel. With ongoing investments in infrastructure and a growing emphasis on customer experience, North American airports are poised to deliver even better experiences for travelers in the years to come.
